Hi all
I have an O2 PAYG SIM and MyO2 account which I've held some time and have been working fine.
At the beginning of this week, I called customer service requesting to port in another existing number to this SIM. They took all the details (number to port in, PAC code from existing provider etc) and said the porting would complete on Wednesday. On Wednesday the number did port just fine and I can make calls to and from the O2 SIM using the ported-in number.
However, since the port completed, when logging into My02 account in a web browser on my PC, it accepts my username and password but then asks for a contact number. When I enter the mobile number of my SIM, it gives an error "Identity not found" and will not proceed.
If I click "Cancel" from this screen, I can get into my account and see my details. My name, date of birth and e-mail are still present, but there is no contact number listed, and no products or services are listed against the account.
If I try to add a contact number, or add my PAYG SIM as a new Product or Service, I again get the "Identity not found" error and cannot proceed.
So, I seem to have no way of checking my balance or topping-up on-line.
I have called customer services 3 times and spent over an hour discussing the issue with 3 different advisors, and trying their numerous suggestions, but none of them have been able to find a solution.
During the most recent call, the advisor suggested this is a known problem affecting multiple users and which is being worked on, but he couldn't give a timescale for it being fixed. I have to say I am somewhat sceptical and a more likely explanation seems to be that something in my account got broken during the porting process and is going to need manual intervention on the back-end to fix.
Can anyone suggest either a workaround or tell me how I get to speak to someone in O2 who can actually check my account and fix the problem.
Thanks.
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